"My adviser was able to help me keep calm during the whole situation and told me not to panic. She was just amazing."

Annabelle* first reached out to Crosslight when her local council only gave her one option to fill out important forms… she needed to do it online or they couldn’t help. Annabelle couldn’t afford a laptop and the Council gave her Crosslight’s number. Struggling with her Council Tax and housing benefit, Annabelle really needed some assistance to work things out. In her own words, Annabelle shares her story... 

I needed support with my Council Tax and Housing Benefit. I reached out to the Council, but they weren’t very helpful at all as they expected me to fill out the relevant information online and I don’t have a laptop. When I told them that, they shut me off and told me to contact Crosslight.  

I really wasn’t in a good place when I first spoke to Crosslight, alongside the council tax and housing benefit, I was having some personal issues as well which were difficult as well as issues with my housing. My home has been fumigated 7 times, and I’ve had to live with bed bugs that came from my neighbour’s flat twice. The last time my home was fumigated was just before Christmas, and it’s been going on for at least 2 years. 

I found it hard to juggle all of that as well as the issues with my council tax and housing benefit, so it was incredibly helpful speaking with Crosslight as they were able to help me with the forms I needed to complete. Before I lost my minimum wage job, I was receiving some extra help to top up my income so I could afford to live. However, when I lost my job, I received a redundancy payment which I wanted to keep safe. However, this had an impact on the support I was receiving from Universal Credit, but Crosslight helped me iron all of that out, so I wasn’t having to dip into my savings for living essentials. This allowed me to be able to replace my old washing machine and help my son get a pram for my grandson. 

My adviser was able to help me keep calm during the whole situation and told me not to panic. She was just amazing. She even helped me to discover that I had a pension I didn’t know about, which has helped. Honestly, I would never have been able to do this by myself, the team are just amazing. They are great at getting back to me when I contact the team and so professional. It is obvious that they’re all experts! My adviser gives me numbers and people to call but also calls people for me too, which really helps. There are so many things I wouldn’t have known what to do about and I just can’t thank them enough. 

There are currently a few things that are ongoing, but I know my adviser is always on hand to help. Because of my adviser, I am now £36 a month better off... how amazing is that? I wouldn’t have been able to do that without Crosslight! 

If I met someone who was struggling financially or in debt, I’d give them Crosslight’s number. I feel so much better now, I would be a mess still without Crosslight’s help. I actually give thanks to the Council who weren’t very helpful as they told me about Crosslight. If they hadn’t of, I don’t know where I’d be as I wasn’t in the best place at the time. I’m in a much better place now.  

Crosslight were a lifeline to me. I’ve felt really cared for. Thank you to my advisers, the lady who ran the Money Course I attended and to Crosslight! 

*Name has been changed to protect identity.